I've been going to Gencon for six or seven years now....and I will never go again after what they put my friends and I through. And will make sure to tell everyone I know to stay away.
So, it started with the simple act of me purchasing our badges, and I had encouraged a couple new friends in the DND hobby to give it a try. At my suggestion to give it a shot (something that still shames me now), they excitedly said they'd love to go.
The both of them made accounts, and I purchased the tickets.
What we didn't realize, was that there was a new vaccination requirement that JUST started this year. This was not listed anywhere when my friends were making accounts, nor was it listed when I purchased the tickets. It was warned nowhere, I only received the typical instructions of how to get our badges.
Instead, I only heard about this from a friend of a friend, who had read about the new policy through a political site. Unfortunately, this was only found out AFTER June 17th, which was the deadline for the August 4-7 Indy Gencon. My friends only found out around the same time from a spam email that showed up well after the tickets had been purchased.
I will openly admit that I purchased the tickets late. But, nowhere when they were creating accounts or when I was purchasing the badges was the new vaccination requirement for all attendees policy shown.
I contacted customer service to see if there was anything that could be done.
The person I spoke to made it known in no short amount of words that no, nothing could be done. If you weren't vaccinated, you couldn't attend. Period.
I said, okay, well...we didn't know this when making our accounts or purchasing the tickets. Could we either get a refund now, or a rollover to next year so that those of us not vaccinated, could get vaccinated by then?
He said no and that purchases were final. We simply lost our 200 dollars, and we could not attend.
In shame, I got off the phone, and told my friends who I had encouraged to go, and gotten them excited for their first Gencon experience that...not only could they NOT go....but the money they spent on the badges was lost as well.
I was humiliated and my friends were crushed. But that wasn't the worst of the story.
I told them I would try to speak to a different agent. Maybe a manager, or at least one perhaps more knowledgeable or sympathetic.
I found out the next day...there IS NO OTHER AGENT! There is only ONE customer support rep. He is his own boss, he only answers to himself, and he basically sets his own rules.
I called him the next day, and asked him, politely, and immediately into the conversation, if I could please speak to a manager. He told me there was no higher authority than himself.
....I then asked if I could speak to ANY other agent than him. He told me he was the only customer support agent.
So, I spoke with him, and reiterated my case. This time, much less politely.
I openly asked him, what do I get for our 200 dollars? Because NOWHERE did ANY of us see this vax requirement. Not when making accounts and not when purchasing the tickets.
He said that was impossible, as the requirement would have been listed openly for all three of us to see.
He basically called me a liar.
He even smugly asked me, "And whose fault is that?"
I asked him, IF I'm lying, doesn't that basically mean the three of us saw that vaccination requirement, knew we weren't vaccinated...and decided to go ahead and purchase badges we knew weren't going to be able to use?
He insisted that the requirements were there, in the terms of service, and that there was nothing that could be done.
Again, I said this was unacceptable, as this essentially means Gencon is just taking our 200 dollars....for nothing. I again asked him, what do we get for our 200 dollars.
It was only after going round and round, that he FINALLY offered a solution that Gencon had....but he had never deigned to offer until after our conversation had gone so unbelievably far south.
We could still attend, we would just need to have proof of a negative Covid Test.
We were finally getting somewhere! I couldn't believe how this guy waited SOOOOOO long before bringing this up, as this basically solved everything!
....and then he said WHY this feature was so hidden. It's because he didn't want people to know about it, because he wanted people to get vaccinated. And he feared that telling people about the exemption would encourage people not to get vaccinated, if they didn't have a medical reason for not doing so....
I asked him if that meant we couldn't get the exemption, because we honestly did not have medical reasons for not being vaccinated. He said that wasn't the case.
So this "Michael" only withheld the information...for his own political reasons.
And then, he told me he would send instructions for the exemption after the phone call ended. read more